The influence of service quality, product quality, and promotion on customer satisfaction at PT. Multi Rental Indonesia

Wilbert, Pioneeri (2023) The influence of service quality, product quality, and promotion on customer satisfaction at PT. Multi Rental Indonesia. Bachelor thesis, Universitas Pelita Harapan.

Preview	Text (Title) Title.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (246kB) | Preview
Preview	Text (Abstract) Abstract.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (398kB) | Preview
Preview	Text (ToC) ToC.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB) | Preview
Preview	Text (Chapter1) Chapter I.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB) | Preview
	Text (Chapter2) Chapter II.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (2MB)
	Text (Chapter3) Chapter III.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (2MB)
	Text (Chapter4) Chapter IV.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (5MB)
	Text (Chapter5) Chapter V.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (576kB)
Preview	Text (Bibliography) Bibliography.pdf Available under License Creative Commons Attribution Share Alike. Download (1MB) | Preview
	Text (Appendices) Appendices.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (3MB)

Abstract

PT Multi Rental Indonesia is a rental service company that provides equipment rental in the form of videotron to events. Business activities often face challenges, including finances, customer issues, production, and marketing. PT Multi Rental Indonesia prioritizes service quality, product quality and promotion to build trust and increase customer satisfaction. However, some customers have experienced poor service, which can be measured by specific aspects. The objective of this research is to analyze the influence of service quality, product quality and promotion on customer satisfaction at PT Multi Rental Indonesia. The independent variables which used in this research are service quality (X1), product quality (X2), and promotion (X3). Meanwhile, the dependent variable which used in this research is customer satisfaction. In this research, primary data and secondary data are utilized. The data include 100 respondents calculated from Lemeshow formula and utilized the non-probability sampling, specifically accidental sampling. This research also utilized quantitative methods with using descriptive study and causal research through SPSS 26. The result of this study shows that service quality has partial influence on customer satisfaction, while product quality and promotion have no partial influence on customer satisfaction. On the other hand, service quality, product quality and promotion have simultaneous influence on customer satisfaction./ PT Multi Rental Indonesia adalah perusahaan jasa penyewaan yang menyediakan penyewaan peralatan berupa videotron untuk event. Kegiatan bisnis sering kali menghadapi tantangan, termasuk keuangan, masalah pelanggan, produksi, dan pemasaran. PT Multi Rental Indonesia mengutamakan kualitas pelayanan, kualitas produk dan promosi untuk membangun kepercayaan dan meningkatkan kepuasan pelanggan. Namun, beberapa pelanggan pernah mengalami pelayanan yang buruk, yang dapat diukur dengan aspek-aspek tertentu. Tujuan dari penelitian ini adalah untuk menganalisis pengaruh kualitas pelayanan, kualitas produk dan promosi terhadap kepuasan pelanggan di PT Multi Rental Indonesia. Variabel independen yang digunakan dalam penelitian ini adalah kualitas pelayanan (X1), kualitas produk (X2), dan promosi (X3). Sedangkan variabel dependen yang digunakan dalam penelitian ini adalah kepuasan pelanggan. Dalam penelitian ini digunakan data primer dan data sekunder. Data tersebut meliputi 100 responden yang dihitung dengan rumus Lemeshow dan menggunakan metode non-probability sampling, khususnya accidental sampling. Penelitian ini juga menggunakan metode kuantitatif dengan menggunakan studi deskriptif dan penelitian kausal melalui SPSS 26. Hasil dari penelitian ini menunjukkan bahwa kualitas pelayanan memiliki pengaruh secara parsial terhadap kepuasan pelanggan, sedangkan kualitas produk dan promosi tidak memiliki pengaruh secara parsial terhadap kepuasan pelanggan. Di sisi lain, kualitas pelayanan, kualitas produk dan promosi memiliki pengaruh secara simultan terhadap kepuasan pelanggan.

Actions (login required)

View Item